9bx User Guide
Professional, task-based guides for everyday users and administrators of the 9bx web app.
Contents
- Menu map: every menu item
- Getting started
- Home & reports
- Tasks & support
- CRM
- Contacts
- 9bx Connect
- PBX & Call Center
- Team performance
- HR (HRM)
- Assets
- Administration
- Other sections
Getting started
Create your workspace, learn the layout and secure your account. Start with the Getting started overview.
| Topic | Guide |
|---|---|
| Sign up, sign in, setup wizard, checklist, tour | First login, setup wizard and product tour |
| Sidebar, Find in menu, Ctrl+K, favourites, switchers, dark mode | Layout and navigation |
| Password, two-factor, recovery codes | Your profile and account security |
| What reaches you, and how | Notification preferences |
| Every app, menu item and what it does | Menu map |
| Keyboard use, screen readers, contrast, known limitations | Accessibility statement |
| Click to dial from any web page | Browser extension |
Home & reports
Your daily starting point and every report in one place. Start with the Home and reports overview.
| Topic | Guide |
|---|---|
| Widgets, period, branch and scope | Dashboard and widgets |
| Shared files and folders | Media |
| Reports hub, scheduled reports, exports | Reports |
Administration
Run the organization: people, roles, branches, security, plan and billing. Start with the Administration overview.
| Topic | Guide |
|---|---|
| Add people, invites, roles and permissions | Team members and roles |
| Admins of the whole workspace, billing access | Workspace admins |
| Organizations, branches, legal entities, inheritance | Organizations and branches |
| Timezone, currency, languages | Regional settings, currency and languages |
| Two-factor policy, SSO | Security and single sign-on |
| Keep people in step with Google, Microsoft 365 or your identity provider | Directory sync |
| What the AI learns from: documents, pages, tickets | AI knowledge hub |
| Your own address and brand | Custom domain |
| Recordings and files, own server | Storage |
| 9bx AI or your own AI provider, keys, call analysis, minutes | AI settings |
| Who sees which home page | Dashboards |
| API keys, privacy requests, activity records | Developer API, privacy and audit |
| Plans, add-ons, payment methods, invoices, trial rules | Plan and billing |
PBX & Call Center
Take, make, route and monitor calls. Start with the Phone overview.
| Topic | Guide |
|---|---|
| Overview and reading order | PBX & Call Center |
| Health and activity at a glance | Phone dashboard |
| Who is on a call now | Live calls |
| All calls and recordings | Call history |
| Messages left for you | Voicemail |
| Missed callers to call back | Call back |
| Operator console | Switchboard |
| Waiting lines and wall board | Queues and queue wallboard |
| Outbound calling | Dialer campaigns |
| AI transcripts and live assist | Call insights |
| Phone in the browser | Web softphone |
| Click to dial | Browser extension |
| Lines and groups | Extensions and call groups |
| Provider connection and prices | Trunks and rate decks |
| Where calls go | Inbound and outbound routes |
| Menus, hours and audio | Call flows, IVR menus, office hours, audio library |
| Virtual receptionist | AI receptionist |
| Desk phones | Phone devices and IP phone guide |
| Source tracking | Call tracking |
| Private calls through a pool number | Number masking |
| Blocking, conferences, paging, hot desk, security | Advanced features |
| PINs before outside calls | Authorization codes |
| Firmware updates, zero-touch phone setup | Phone firmware, rollouts and vendors |
| Own server, 3CX import, WhatsApp | Phone server, 3CX import, WhatsApp calling |
Team performance
Plan staffing, score quality, motivate agents and review screens. Start with the Team performance overview.
| Topic | Guide |
|---|---|
| Forecasts, schedules, adherence | Workforce (WFM) |
| Scorecards, evaluations, calibration | Quality (QA) |
| Points, boards, badges, contests | Gamification |
| Consent-based screen capture | Screen recordings |
Tasks & support
Your to-dos, the help desk, outages and your calendar. Start with the Tasks & support overview.
| Topic | Guide |
|---|---|
| Follow-ups and reminders | My tasks |
| Help desk, replies, merge, saved views | Tickets |
| Macros, split a ticket, working together | Ticket macros and split |
| One outage, many tickets | Incidents |
| Technicians at the customer | Field visits |
| Ask customers to pay by link | Payment links |
| Who gets tickets and chats automatically | Assignment routing |
| Your meetings | Events and calendar |
| Teams, statuses, templates, email channel | Ticket setup |
| Response targets, SLA and CSAT reports | SLA policies and reports |
CRM
Clients, leads, deals, quotes and the automation around them. Start with the CRM overview.
| Topic | Guide |
|---|---|
| Customer records, timeline, AI summary | Clients |
| Businesses and everything linked to them | Companies |
| Bring clients in from a spreadsheet | Client import |
| Your own fields | Custom fields |
| Prospects, board, score | Leads and Lead scoring |
| Pipeline and forecast | Deals |
| Products and quotes | Quotes |
| Goals per person or team | Sales targets |
| Commission on won deals, to payroll | Sales commission |
| Fill company details from an email domain | Contact enrichment |
| Follow-up cadences | Sequences |
| When-if-then rules | Workflows |
| Basic CRM settings, services, call topics | CRM setup |
| Gmail and Outlook | Email sync |
| Calendar and booking links | Calendar and booking |
| Customer portal, web forms, CSAT | Customer self-service |
| Other software and developers | Sync connections and Developer API |
| Zapier and Make | Zapier and Make |
| Export, erase, consent | Privacy and GDPR |
| Ctrl+K, favourites, Find in menu | Search and navigation |
Contacts
The shared address book. Start with the Contacts overview: Contacts and Import, export and merge.
HR (HRM)
People, attendance, leave, payroll and hiring. Start with the HR overview.
| Topic | Guide |
|---|---|
| People, profiles, contracts, field privacy | Employees |
| Departments, designations, fiscal years, grades | HRM setup |
| Daily attendance, summary, weekly off | Attendance |
| Fingerprint devices and punch logs | Access control |
| Shift types, schedules, rotations, overrides | Shifts and schedules |
| Shift change approvals | Shift change requests |
| Leave types, policies, requests, approvals | Leave |
| Public holidays and calendars | Holidays |
| Salary structures, bonuses, loans, tax, PF | Payroll setup |
| Monthly runs, payslips, payment | Payroll runs and payslips |
| Jobs, candidates, offers, careers page | Hiring |
| Data requests, consent, retention | Privacy |
| What employees can do for themselves | Employee self-service |
| Approve from Slack, Teams, WhatsApp | Chat app approvals |
| Ask about your leave, payslips and policies | HR assistant |
| AI drafts and wording checks | AI writing help |
| AI match scores for applications, interview notes | AI screening and interview notes |
| Payroll, attendance and data checks, predictions, burnout, survey themes, questions | People analytics with AI |
| Several currencies and countries, exchange rates, consolidated payroll | Multi-currency and multi-country payroll |
Assets
Equipment, stock, purchasing and suppliers. Start with the Assets overview.
| Topic | Guide |
|---|---|
| Catalog, categories, units, locations | Products and setup |
| Units, assignment, returns | Assets and assignments |
| Bulk stock, reels, bandwidth | Inventory |
| Requisitions, purchase orders, receipts | Procurement |
| Moving stock | Transfers |
| Suppliers, bills, returns, warranty claims | Vendors |
| Maintenance, counts, disposals | Maintenance, stock audits and disposals |
Other sections
Other sections of this guide (such as CRM) are listed in their own folders. Screenshots referenced in the guides live in the images folder.
9bx Connect
Live chat, SMS, WhatsApp, email and Telegram. Start with the 9bx Connect overview.
| Topic | Guide |
|---|---|
| Answer chats | Chat inbox |
| Queues and visitors now | Live chat board |
| Sent and received messages | Message log |
| Messages to many people | Broadcasts |
| Monthly volume | Usage |
| Message from a record | Start a chat or message from a record |
| Visual conversation builder | Message flows |
| Team chat rules and integrations | Team chat, Settings and integrations |
| Chat setup | Analytics, Widgets, Teams and agents, Chatbot, Knowledge base, Channels, Chat settings |
| Messaging setup | Providers, sender IDs, routing, Events & templates, Opt-outs, WhatsApp, Telegram, Automation, Settings |
| What customers see | Customer-side widget |